The quality of service is one of the key assumptions of a sustainable and profitable business in the hotel industry. On the other hand, employees as direct providers of hotel services have a direct ...impact on the perceived quality of service. Establishing a relationship between job satisfaction and perceived intangible service quality is of great importance for customer relationship management and sustainable competitive advantage. For the collection of primary data, questionnaires were distributed to two groups of respondents, namely hotel employees and guests. Thus, 456 paired questionnaires were obtained. The testing of defined hypotheses and relations between constructs and latent variables was completed using the PLS-SEM approach. The results of the study showed that all validated constructs, namely pay, promotion, supervision, fringe benefits, contingent rewards, coworkers, communication, and the nature of work, contribute positively to job satisfaction. A positive relationship between job satisfaction and intangible service quality constructs was confirmed for reliability, assurance, and responsiveness but not for empathy. The study confirmed that perceived intangible service quality can be influenced by increasing job satisfaction and that payment and communication can achieve the most significant influence.
Marketing menadžment je u svom razvoju prošao kroz brojne promene. Promenljivo okruženje i unutrašnji konflikti uslovili su povećanje značaja marketinga i usložnjavanje uloga marketing menadžera. ...Prvobitno posmatranje marketinga kao funkcije koja se bavi promocijom proizvoda izraslo je u poslovnu filozofiju koja prožima sva odeljenja i bavi se izgradnjom dugoročnih odnosa sa klijentima. Cilj ovog rada je sagledavanje uloge i značaja marketing menadžera u kompanijama sa osvrtom na AD Planinka iz Kuršumlije. U radu će biti prikazana evolucija marketinga od osnivanja kompanije do donas sa akcentom na aktivnosti marketing menadžera i njihovu povezanost sa internim i eksternim klijentima. Promena u načinu razmišljanja rukovodstva kompanije rezultirala je u pozicioniranju marketinga kao krovne funkcije koja objedinjuje sve ostale i određuje budući pravac kretanja kompanije.
The quality of employees' work in the tourism industry depends primarily on their job satisfaction. This has directed the subject of the research in this paper to examine the impact of employee ...satisfaction on tourist satisfaction with the services of spa tourism in the Republic of Serbia. Research was conducted using the survey method, the questionnaire technique, in Lukovska Spa, based on a sample of 125 respondents, of which 55 were employees and 70 tourists / guests in hotels "Jelak" and "Kopaonik". The most important finding of the research is related to the correlation between the employee satisfaction and the tourist satisfaction with the quality of service in Lukovska Spa, which confirmed the hypothesis of the direct and positive impact of employee satisfaction on the tourist satisfaction with the quality of services. Employee satisfaction has a positive impact on the quality of the service, which directly affects the tourist satisfaction with the quality of the services provided.
The consequences of traffic accidents and the scope of protection of victims through the insurance were continuously followed at the EU level in order to harmonize national legislations providing the ...same minimum of the insurance protection within all Member States. The European Union still tends to resolving outstanding issues in the field of the compulsory insurance of civil liability of motorists through the harmonization of regulations of different countries the Union consists of. The European Union directives contributed to the harmonization and approximation of the protection of the traffic accidents victims in Europe. The EU Member States including those which are not agreed their national legislations in the field of the compulsory insurance of civil liability of motorists with European directives. Today, in many European countries, there is no mandatory minimum insurance protection of the injured parties in traffic accidents, so in this respect there are no more major differences from country to country. In this way there has been achieved an enviable level of protection of the most vulnerable categories of victims in contemporary societies. The engagement of the international community in the field of the compulsory liability insurance of motorists has yielded results.
The issue of rural tourism service quality does not retain a sufficiently important place in the existing domestic and foreign literature. The purpose of this research in service quality, which is an ...important initiator of tourist satisfaction and loyalty in rural tourism. The survey was conducted at the beginning of 2020 using a questionnaire-based survey method to 299 respondents. With the purpose of checking the impact of the service quality on the satisfaction and loyalty of tourists in rural tourism of Šumadija and Western Serbia, an analysis was performed using SEM-Structural Equation Modeling. The survey results point there is a direct correlation between service quality and satisfaction, and as well between loyalty and satisfaction. Between service quality and loyalty there is not a direct link, but there is a large indirect effect by satisfaction. The implications of this research, limitations and future research recommendations for are outlined.
Eksponencijalni rast korisnika na društvenim mrežama širom sveta naveo je preduzeća da istraže efikasne načine njihovog prisustva na društvenim mrežama. U skladu sa tim, trend oglašavanja kao jedan ...od najvažnijih oblika komunikacionog miksa se promenio i sada su preduzeća uglavnom fokusirana na oglašavanje na društvenim mrežama. Postoji veliki broj društvenih mreža koja preduzeća mogu da koriste za oglašavanje, međutim, ovaj rad ukazuje na značaj oglašavanja putem društvene mreže Facebook, imajući u vidu činjenicu da je Facebook najveća i najpopularnija društvena mreža na svetu i predstavlja savršen marketinški alat sa izgrađenim sistemom oglašavanja koji preduzećima omogućava da koriste informacije svakog korisnika za ciljano oglašavanje. Otuda je Facebook najdominantnija društvena mreža za oglašavanje, što svako preduzeće treba da uzme u obzir prilikom kreiranja marketinških strategija, kako bi stekli i održali konkurentsku prednost i maksimizirali poslovni uspeh. U radu su prikazani sekundarni podaci koji jasno ukazuju da je Facebook društvena mreža koja ima najviše potencijala za oglašavanje, dostizanje i angažovanje potrošača, a što je potkrepljeno diskusijom rezultata empirijskih istraživanja.
Application of Value Added Tax in Serbia Stojkovic, Aleksandar; Gasic, Marko
Ekonomika, Journal for Economic Theory and Practice and Social Issues,
13/2012, Letnik:
58, Številka:
4
Journal Article
Recenzirano
Odprti dostop
Multi-stage sales tax may appear as multi-stage gross sales tax and multi-stage net in the form of sales tax, known as value added tax (hereinafter VAT). VAT is also known as the net sales tax. ...Charged at each stage of the transport cycle, but affects only the value that is added at this stage of the taxpayers and ultimately affects final consumption. Added value in a specific phase is the difference between the value of output, ie. sales and values of inputs, ie. procurement at this stage. VAT exists in all European countries, all OECD countries except Australia and the United States, many countries of Francophone Africa, most Latin American countries, South Korea, China, Indonesia, etc. VAT was introduced in Serbia by the Law on Value Added Tax which was passed in 23.07.2004., and applies from 1.1.2005. He was made on the model of the corresponding legal regulations of the European Union. All revenue from VAT belongs to the budget of Republic of Serbia and he is the most abundant form of taxation in Serbia and the tax systems of EU member states.
RESEARCH OF EMPLOYEE MOTIVATION IN THE SPA TOURIST CENTERS IN SERBIA Perić, Goran; Gašić, Marko; Ivanović, Vladan
Proceedings of the Faculty of Economics in East Sarajevo / Zbornik Radova Ekonomskog Fakulteta u Istočnom Sarajevu,
12/2015, Letnik:
1, Številka:
10
Journal Article
Odprti dostop
The success of business companies whose business is tourism largely depends on the human resources or employees. It is therefore essential that employees in spa tourism (hotels, wellness and spa ...centers, rehabilitation centers) are motivated and thus be able to provide high quality service and achieve the required level of customer satisfaction services. The paper presents new findings in motivating employees, which may be used by other companies to motivate their employees and achieve commitment, productivity and retention of quality staff. The aim of this research is to determine on which motivational indicator employees in spa centers are the most and the least consistent as well as the relation between characteristics of the subjects on the highest and lowest consent. By applying the method of field research, a research has been carried out in spa tourist centers in Serbia in the period from September 2013 until mid-April 2014, on a sample of 202 respondents in various organizations. Based on collected data, we analyzed and presented results. The results show that the motivation of the employees is not satisfactory and that the financial factor is the key in motivating employees, because of the low standard of living. The influence of examinees characteristics on observed indicators of motivation was also noticed. Limitations of the research cannot be ignored, however, results may be important for understanding the contribution of employee motivation in the business, both for scientific and expert public, and for organizations whose main activity is spa tourism.
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